ComplaintsforSchumacher Cargo Logistics, Inc.

• Initial Complaint

  05/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I contacted Schumacher to relocate my household belongings from ******** to ******. They quoted me $3.25 per cubic foot to pack up, transport, and deliver to my new home in ******. I agreed to this. We were told that the full payment of around $5500 would need to be paid in full before our belongings landed in ******. So we paid out deposit and they picked up our things. They had us fill out the insurance forms and we did. It came out to roughly $13300 to be insured. We waited on the notifications that our items had been shipped but it never came. Instead we got an email stating that we had to make full payment before they would even ship our items. We were also informed that they may charge a storage fee for the 5 months we had been waiting. They werent very clear on the actual cost of this storage fee so I waited to receive the invoice. It never came. Instead we only had the outstanding amount left for the shipment from the original quote. This we got from the invoices emailed and also on the portal provided by Schumacher. No other invoices were sent or were present online. We paid our balance owed completely and got a receipt of payment. One day later we received a new invoice for storage fees that apparently had accrued over the past 5 months. First invoice ever after 5 months of never informing us that we owed anything. Upon disputing this invoice under protection of California law for fair and transparent business practice, the agent handling our move informed us he never actually submitted or invoiced for our insurance. So now our items are in the middle of the ocean and also sat in a warehouse somewhere completely uninsured. He is telling us we must pay a premium and the retroactive cost for the insurance as well. All this under threat of holding our items hostage upon arrival to ******. Ive emailed and called the accounting department, our rep, and even the *** and my calls are being ignored.

  

  Business response

  05/20/2024

  Dear Ms. ******** thank you for your complaint details.
  Please understand, it is very normal for a marine insurance policy only be opened/issued after shipment has departed the ***, as the policy must have actual shipping details mentioned.
  Payment details are very clearly statement on the Original written Quotation you received from our company. Items stored in our warehouse prior to shipping, are covered by our warehouse insurance,then later transferred to **************** policy coverage which also covers 45 days upon arrival as part policy coverage.
  
  Storage cost was calculated and prorated at time of warehouse exit at $564.30 but was later credited and there is NO storage charge due.
  There is no outstanding open balance.
  

  Your items are now on route to *************** ************ for delivery to your home in ******** *******
  Please do check your web portal link we sent you for up-to-date shipping information.
  We hope this has cleared up any misunderstandings and wish you well in *******

  Schumacher Cargo Logistics, Inc.

  Customer response

  06/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **********************

• Initial Complaint

  01/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My partner *********** and I are writing to file a formal complaint against Schumacher Cargo Logistics regarding their failure to fulfill services we paid for to ship our possessions from *************, ***, to ******, **.My possessions were collected on July 6, 2023. After 22 weeks, my possessions have not been shipped as promised (I was told it would take between **** weeks). Despite numerous attempts to communicate with the company via email and phone calls, I have not received any concrete information about the shipment status, and the company has been unresponsive and defensive in their communication.Schumacher Cargo Logistics' website states that they send out multiple shipments from ********** to ****** each month, but my belongings have not been included in any of these shipments. This delay has caused me significant distress and additional expense for having repurchased items that are in the shipment. Moreover, upon further investigation, I discovered that the online reviews of the company are overwhelmingly negative, with some suspicion of positive reviews from fake accounts. This makes me concerned about your own positive ratings for this company, which the public relies on.I have paid a significant amount for the shipping service, and have no expectation of receiving my possessions as promised by Schumacher Cargo Logistics. I am concerned about the lack of transparency, communication, and accountability from the company.I kindly request your assistance in investigating this matter and taking appropriate action. Schumacher's practices violate consumer rights, and I am seeking resolution, compensation, and assurance that others will not face similar issues in the future. I trust that your office will conduct a thorough investigation into this matter and take appropriate steps to address the concerns raised.I appreciate your prompt attention to this matter and look forward to a resolution that ensures fair treatment for consumers.

  

  Business response

  01/11/2024

  Dear ****************, I am in receipt of your complaint.

  I have reviewed the time-log of events with ******************* your assigned sales representative, other than us missing your **************** valuation list that you promptly submitted this week, I really cannot see any valid reason for such a long delay. In light of my finding, I am in agreement with you, we messed up and you deserve some ************. Unfortunately, I cannot refund you're total amount, I can however refund you our max ************ of US$500.00. I sincerely apologies on behalf of Schumacher for our actions and will now do all we can to expedite delivery upon port arrival. 

  Wishing you and your partner a Happy New Year and all the best in *******.

   

   

  Customer response

  01/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the $500 compensation from Schumacher Cargo Logistics is satisfactory assuming our shipment arrives intact by early February as scheduled.

  I would be grateful if Schumacher Cargo would reach out to me regarding the compensation.
  

  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10/13/2022 I accepted, and paid ******USD for a door-door service provided by Schumacher to ship a 20ft container of personal belongings from *********** to ***********. This invoice is attached. Prior to accepting this invoice, and during my many exchanges with Schumacher (***********************), I was advised of possible additional shipping line costs that I may be subject to, ranging from $200-$2000. **** praised his 20yrs of experience in the industry as the basis for these amounts - I felt confident that the information he was providing me was accurate. This allowed me to budget for these additional costs, and make an educated decision to 1). ship my goods in the first place (versus selling and buying new), and 2). to select Schumacher. I have attached his email to me, noting these additional costs.Before finally selecting Schumacher I asked for clarification on the current state of additional shipping line costs, and was advised that they are more under control, but still happening. This email exchange is attached.On 12/21/2022 I received an invoice for additional costs of $1750USD. I was frustrated by this given it was at the higher end of the $200-$2000. However, I promptly paid this as I was cautioned of such costs. I have attached this invoice.On 01/13/2023, I received another invoice for yet further costs of ********USD. This brought the total additional costs to $10,537.20USD over 5x the amount to plan for, and approaching twice the original invoiced amount.I disputed these charges after 6 weeks of discussions Schumacher have recently agreed to remove approximately *****USD, leaving close to $5,000USD of additional costs outstanding. The revised total additional costs are now around *****USD (over 3x the amount to plan for).Schumacher claim these are unprecedented times for moving companies, and additional costs could not have been anticipated by them Schumacher refer to their Terms and Conditions as having Quotations Not Binding. Irrespective of their T&Cs, it is completely unreasonable to pass on such extreme costs to a customer, far more than what their industry experience had led their customer to believe. If this is truly unprecedented, then this information now adds to their industry experience in conveying this risk to future customers. However, this learning shouldnt come at a cost borne by the unlucky first customer.I am now the subject of extortion - my goods are not released until the outstanding balance is paid. Furthermore, for as long as my goods are being withheld from me, I am subject to storage fees at the receiving end.

  

  Business response

  03/14/2023

  Dear Mr. *************** are in constant contact with Maersk Lines who charged for the container demmuarge which was passed on to you. You are more than welcome to follow up with them also, *********************** has provided you proof of charge to our company for your container. We have asked the *** for assistance with your claim back. As soon as we have anything, we will notify you immediately.

  Sincerely

  Schumacher Cargo Logistics, Inc.

  Customer response

  03/15/2023

   
  Complaint: 19438763
  
  I am rejecting this response because:

  This has not addressed the specific issues I have raised in my complaint. I am not disputing whether the charges occurred or not. I am disputing the fact that the magnitude of the charges were not disclosed to me -  I made a decision to go ahead with a "service" based on undisclosed information. Then, after I committed to said service I am essentially extorted for more money in order to receive the service I had purchased. In this case the customer (myself) used the experience/advice of the service provider (Schumacher) to make a decision to use their service, only to find that their advice was incorrect. Schumacher can say the additional costs were out of their control, given this was a charge passed onto them by Maersk - that is besides the point. It is unreasonable to provide verbal and written assurance that the cost will be 'X', secure the business of the customer, pass on additional costs of 3 times of what was discussed, and then fall back on "Terms and Conditions" as the scapegoat. This cannot be considered an acceptable business model.

  Sincerely,
  
  *************

  

  Business response

  04/21/2023

  Dear Mr. ********, I know the response is not fair or at times logical to us also. The ever changing ocean freight rates at that times have now stopped and are more consistent as was the case for many years prior to Covid shipping service issues worldwide.
  In light of your grievances and also for your understanding of the process in general, I am can credit you $1,000.00 as good will gesture. Thank you in advance for your remarks and understanding.
  Sincerely - Schumacher Cargo Logistics

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired movers to deliver our house goods from ** to **. All went well until our last leg of delivery to our home, when we were sent an unexpected invoice from Schumacher for a shuttle truck transfer that the company did not disclose to us or receive our approval. Apparently, their agent made the decision to use a smaller truck as they determined that a large truck could not access our property. However, we are on a working farm that regularly harvests corn/wheat/soybeans and I advised them prior to delivery in writing that we have adequate space and capacity to handle the delivery. The agent requested photos of our actual driveway, which we texted and confirmed that we were good to go without any additional fees/issues. We also at that time offered to meet the truck somewhere with our truck and trailer if it was easier for them to transfer. The subcontracted agent driver whom Schumacher Cargo used had advised us directly that there would be no additional costs for delivery and quoted "It is our company's responsibility to bring the items to the delivery address at the price you have already paid." Surprisingly, we received an invoice from Schumacher about a month from the delivery date. I contacted Schumacher immediately after receiving the invoice and was told that it was a mistake and to ignore the additional charge. I received an email from the company about 6 months later when I explained the situation once more. Now, they are demanding the additional $450 charge and threatening to send to collections. We don't have a problem paying extra fees that are disclosed, for example, we were required to pay an additional $107 before delivery due to Covid storage issues and we did without complaint. I have asked to speak with a manager regarding the issue, but their company staff has tried in many ways to justify the bill, including citing county weight concerns, and that roads are difficult to navigate. They have stopped communicating with me and we are frustrated.

  

  Business response

  01/20/2023

  Dera ******************, Thank you for your detailed explanation. After further review of your delivery, we have noticed that a shuttle service was provide, acknowledge at time of delivery and also signed for at time of delivery, per attached Delivery Forms. The charge is accurate and correct. We look forward to receiving your prompt payment for rendered services.
  
  Sincerely
  Schumacher Cargo Logistics
  See Attachment/File: ************************* POD.pdf

  Customer response

  01/30/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you, Schumacher Cargo Team for responding. Unfortunately, the information you have provided is not correct and does not address my initial concerns:
  
  1. We were not notified of the need for a shuttle at any time prior to delivery.
  
  2. We were told on site by your driver that no additional charges would be incurred.
  
  The documents you have shown do not support your argument and we would certainly not be spending our time filing a formal complaint with BBB if we "acknowledge at time of delivery and also signed for at time of delivery..."
  
  Obviously, something is not adding up.

  

  Business response

  02/08/2023

  Dear *** ******** as a good will gesture, we will be cancelling this invoice.
  We wanted you to have a positive experience with our company, not exchanges over services & costs provided,

  Wishing you well

  Schumacher Cargo Logistics
  Managmment.

   

  Customer response

  03/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me that they will waive the invoice and no further payment is due.
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a contract with UTS, in Holland, to ship our household goods. This included "minor" reassembling of furniture, and "door to door delivery." UTS sub-contracted the delivery to Schumacher. I paid UTS over $10,000.00 for the shipment, not including storage fees, insurance, and over $1400.00 in extra shipping costs due to Corona. We shipped 6 square meters less than a ******************************************************************************** bought for the old house like the couch and the spare bed. It was mostly boxes and they went to the garage.At the end of October of this year, I was informed that the delivery of our household goods were ready to be delivered. *********************, from Schumacher Logistics, sent me an e-mail introducing himself and we had a telephone conversation about the layout of the house. There was some concern about the size of the truck that deliver the container. It turned out that the truck was not that big and could have easily backed into the driveway. The diver said he had just bought the rig and was not used to it. The movers assured him it doable and that they would help. The driver said no. Then the driver got upset because the movers put together my bed and desk, which took about 15 minutes. He said he wanted to get back to the city before dark. So, apparantly, the delivery man told the moving company that he did not appreciate being held up. And now the moving company is trying to charge me, after the fact, for "long haul," meaning walking up the driveway, instead of backing the truck up to the garage.Right before delivery, ********************* got wierd. He told UTS "If I refused delivery in the date specified, I could be charged..." per diem fees exceding $1200.00. So when he sent me a bill for the delivery, I felt I had no choice but to pay it. I asked him to confirm that there would be no futher charges, which he just ingnored. The only expanation I got is driver's opinion is the only that mattered.

  

  Business response

  01/20/2023

  Dear ******************. Thank you for your detailed explanation. Unfortunately, we were billed for the Long-Distance carry by the delivery company. We cannot argue with a driver who feels uncomfortable reversing into a driveway however accommodating all parties were at time of delivery.
  
  Thank you for your understanding.,

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am complaining about Schumacher Cargo Logistics (*************************************************************), which is responsible for moving my personal belongings from the ** to ******. 1. They are significantly delaying my delivery service.In May 2022, I booked the relocation service with Schumacher. The initial expected delivery time is no more than two months, but now it is four months past due and I am still waiting. They spent months to find a cross-Atlantic freighter. While my cargo arrived in Europe in September, their European partner, ********************, is not promptly arranging for the delivery either.2. They are violating the contract by not providing the agreed services.I called AGS several times to enquire about the status of my shipment. Two weeks ago, the AGS agent told me that Schumacher had not released my stuff and asked me to request Schumacher send AGS the relevant document. This week, the agent told me that they are waiting for other shipments in the same direction to share a truck with mine, and that a prompt delivery might NOT be expected. According to the contract I have signed with Schumacher, the services I have ordered include "Loading into Sole use container", "Delivery to final destination city", "Unloading into house", "Unwrapping of furniture and removal of debris, same day". First of all, AGS is violating the contract by trying to load my personal belongings into a groupage shared container. Schumacher is also violating the contract as my shipment arrived in Europe in a shared container. Apart from that, neither Schumacher nor AGS promptly informs me of the status of my shipment. It is not me who should contact Schumacher to release my cargo. 3. They are charging me significantly higher than what they had quoted.The initial quoted amount is $3,500 but the actual amount I paid in July is $5,914.75. Please note that they give me a quotation of $3,500 after they have inspected the volume of personal belongings I need to move.

  

  Business response

  12/12/2022

  Dear,
  Thank you for your message. we do see a quotation emailed to you on or about May 17, 2022, for a Groupage/Shared container service NOT for a Sole Use container. (SEE ATTACHED COPY)
  Shipment departed ******* on September 7, 2022, with ETA on or about September 29, 2022.
  
  We are surprised to hear this shipment has still not been delivered, we will follow up immediately to see what we can do. This is a shared services so some delay may happened from time to time, but certainly this is longer than expected.
  AGS/KHZ will be in contact with you this week.
  
  Thank you
  Schumacher Cargo Logistics
  See Attachment/File: Quotation_Schumacher-Cargo-Household-Goods-Export-Quotation_EHQ

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid $3,000 for a shipment of goods from Australia to the USA. After making a demurrage payment to this 3rd party receiving company they are now ignoring my emails. The shipment is two months lost, and this company is now ghosting me. I can't even file an insurance claim as they won't answer their phone, return phone calls, or emails. Priceless items...

  

  Business response

  12/20/2022

  Business Response /* (1000, 5, 2022/12/12) */ Dear ********, Can you please provide our customer reference number so we can accurately follow up on the status of your shipment final delivery with our company. We will look into immediately. Sincerely Schumacher Cargo Logistics Consumer Response /* (2000, 7, 2022/12/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Items were delivered.

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved to Rochester, Minnesota in June 2022 from London, England. I contracted with Robinson's Removals UK to ship my goods (20 boxes of personal items totaling more than $10K of value) to Minnesota, USA from London, England. My goods were picked up 8th June 2022 and arrived in NY port on 12 Sep 2022. Schumacher Cargo Logistics was subcontracted to deliver my goods to me in Rochester, Minnesota by my original company (Robinson's Removals UK). I do not have a contract specifically with Schumacher. They continue to charge me money and will not schedule my goods for delivery. They're holding my boxes hostage. I have already paid them $110 for storage which feels fraudulent to me as they should have charged my original company who I have a contract with. They will not provide me with a delivery date nor make any progress. Despite paying for in-residence delivery with my original contractor, Schumacher (the sub contractor) is charging me $75 per 8 steps to deliver to my residence, $350 to deliver more than 75 ft from a truck, etc. All of these charges without any updates on delivery date. They will not schedule a delivery to my residence as there are no "trucks going to my area". I don't think this should matter. They need to complete the service they were asked to do by my original contractor. I have email evidence of their deceptive and possibly extortionate business practices.

  

  Business response

  12/02/2022

  Business Response /* (1000, 5, 2022/11/14) */ Dear Thank you for your message and for using our services via Robinsons. Let me try explaining the additional charges that are fully published on our website at: ************************************************************************************** Standard services have no additional charges. The additional are for longer distance and higher floor deliveries using stairways. Thank you for your understanding. Schumacher Crago Logistics

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Schumacher set me up with an agent *********** who works for them. She has stated some information to me that causes me to suspect that they may have lost my private property as imported personal effects. They have also charged me without stating what the charges are for. There is no indication in the invoice and I do not even know if they have my goods to be paying them any fees. ***** has asked me what type of piano I have, which is odd because I do not have a piano. Items were to be delivered by Oct 15, 2022 but delays continue. I am concerned that ***** has lost my personal effects/private property and has put someone else's in place. New Zealand Transworld International Removals has dealt with my private property overseas & chose Schumacher Cargo Logistics who was not selected by my consent, meaning this was conditional. I have had communication issues with ***** and everytime I leave a message problems only appear to escalate. I am not getting clear communication from her and I am concerned that my property has been lost or misplaced by Schumacher Cargo Logistics. They do not return my calls. I would prefer for an BBB agent to intervene to see why there are problems with my private property as personal effects being delivered to me by Schumaker Cargo Logistics and why someone else's property is being identified as mine that does not belong to me. I am also going away so I need my private property delievered by the end of November. It was to be delivered by Oct 15, 2022 but was delayed and now there are other delays and communication difficulties. *****'s mother tongue is apparently not English and this has been part of my communication issues with Schumaker Cargo Logistics. Consequently, I have asked to work with someone else and even contacted her manager but no response was ever made to me nor was someone else put in her place. I need some assistance because the business does not communicate information well. Thank you.

  

  Business response

  11/30/2022

  Business Response /* (1000, 5, 2022/11/10) */ Dear **** *********, Thank you for your detailed explanation. Your shipment only entered our warehouse on October 19, 2022, for destination to Twin Falls, ID *****. This is a long-distance delivery and as such, usually takes on average 3-5 weeks for delivery. Please bear in mind, Twin Falls is over 750 miles from our Los Angeles warehouse. This is very normal timeframe. Thank you for your understanding, Schumacher Cargo Logistics, Inc.

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Schumacher Cargo Logistics are refusing to deliver our homegoods (one 20ft container) unless we pay an additional invoice for storage. The reason our goods are in storage at a railway port in Detroit, is that Schumacher failed to arrange the pick up and collect the goods when made available by the rail way. The biggest issue here is that we do not hold a contract with Schumacher directly, but with another party that is contracting Schumacher to perform this work. Yet Schumacher is contacting us directly via email, blackmailing us to pay this invoice or they will not deliver the goods we already paid for (door-to-door service thru an overseas moving company). If we do not pay immediately they will "store" the goods longer, adding additional charges to the storage invoice. Storage we did not ask for. In fact we have email correspondence clearly stating we are available every day, any time for delivery.

  

  Business response

  11/18/2022

  Dear ***** Sejr ******, thank you for your information update. Could you please provide exact Consignee name or any Schumacher reference number for ** to locate your file in our system.
  
  We sincerely apologies for such worldwide service issues during this time.
  
  Sincerely
  Schumacher Cargo Logistics
  

  

  Business response

  12/05/2022

  Business Response /* (1000, 5, 2022/11/18) */ Dear******************, thank you for your information update. Could you please provide exact Consignee name or any ********** reference number for us to locate your file in our system. We sincerely apologies for such worldwide service issues during this time. Sincerely ********** Cargo Logistics

  Customer response

  01/21/2023

  ***Document Attached***
  SBK Moving (Stadsbudskontoret AB) SBK ref *****. File number IOD26585.
  See Attachment/File: storage invoice **** USD.pdf

  

  Business response

  01/29/2023

  Dear *****************
  Unfortunately timing with Railhead container arrivals cannot be fully substantiated till actual container arrival to be linked to moving delivery services. ETA dates are not accurate and do lead to short term storage to coordinate and service together.
  
  Detailed invoice was provided to you prior to delivery on October 27, 2022 - see attached delivery document.
  
  I trust this may better explain the process.
  Thank you for your understanding.
  
  See Attachment/File: IOD26585-POD.PDF

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩